Job description
Job purpose
Our
Manager, Customer Experience (Marketing) is a key role within this transformational Customer Experience program at Beacon. The role will report directly to the Director of CX with exposure to Beacon leadership and other key functions. The role is multi-faceted, spearheading the rollout of the CX program across 40+ markets in the U.S. while overseeing and coordinating various special projects with organization-wide impact. Some of the daily activities include (but are not limited to) the following:
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Manage the playbook for the CX program while achieving key milestones within the designated timeframe
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Lead regular check-in meetings to track the progress of deploying the CX program in new markets
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Coordinate the delivery of key solutions, which are the foundation of the CX program
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Serve as a coach/trainer for markets installing CX on how to accelerate the adoption of the CX program, better serve our customers, and create a model to sustain CX going forward
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Solve issues and recognize opportunities in real-time to drive the success of the CX market programs
Duties and responsibilities
Installing Customer Experience programs in new markets
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Acts as the Customer Experience ‘subject matter expert’ by providing training, best practices, and project management support alongside the in-market ‘deployment teams’ installing CX
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Maintains training material associated with the Customer Experience program, for both Sales and Operations
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Trains and advises in-market ‘deployment teams’ across all facets of Customer Experience (content, timeline, meetings, training, how to coach market teams, etc.)
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Maintains timeline of all market installations, monitoring key milestones, and elevating risks to the timeline to the CX Director
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Keeps market stakeholders accountable to core CX principles to sustain the program and its objectives
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Builds relationships with in-market deployment teams, Regional VPs, and other stakeholders to drive clear communication, overcome obstacles, elevate thought leadership, and mitigate risks
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Maintains metric-based view of progress for each market across key sales and operational metrics
Coordinating special projects related to Customer Experience
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Coordinates stakeholders across multiple functions (e.g., HR, Finance) to ensure synergies and efficiencies are found around resourcing, best practices, and project sequencing
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Keeps project teams accountable to timeline and deliverables; ensures they stay focused on key objectives and milestones
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Identifies and connects key stakeholders across the organization, facilitating meetings and relationships
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Organizes regular check-in meetings to update progress and bridge gaps; creates content for these meetings, facilitates discussions, and documents action items and next steps
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Leads brainstorming sessions to tackle roadblocks and find solutions alongside different stakeholders
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Escalates risks and major obstacles to CX Director/leadership and proactively engages in mitigation plans
Qualifications
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Bachelor’s degree in Business, Marketing, or related degree
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Proven record of success in Project Management, Change Management, and/or Branch Management
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Strong interpersonal skills with the ability to communicate clearly to cross-functional teams within Beacon
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Strong organizational habits and the ability to track multiple projects at once
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Professional written and verbal communication skills
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Strong ability to work in changing environment and reduce complexity for market leadership
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Background in operations or project management strongly preferred
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Background in roofing or construction preferred
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Proficient skill with Personal Computer Microsoft applications (Word, Excel, Outlook, and PowerPoint)
Working conditions
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Willing to travel up to 50% as needed for business purposes
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Working space will be in a quiet, open environment
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Work assignments may be completed remotely and/or in available company offices
Physical requirements
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Prolonged periods sitting at a desk and working on a computer and/or keyboard
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Heavy methods of verbal and auditory communication via phone, virtual calls, and/or email
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